Failed-delivery reduction

We trace every failed or returned delivery to its cause and price each one. Then we redesign the steps before and after dispatch that prevent it: address capture, customer confirmation, time-window agreement, cash-on-delivery rules and the retry policy.

• A failure cause analysis with a cost for each reason, by zone and order type.
• A pre-dispatch checklist covering address quality, phone contact and customer confirmation of the window.
• A retry and returns policy that sets how many attempts, at what charge, and when stock is released.
• A cash-on-delivery process design, linked to the reconciliation tool.
• A monthly failure report that ranks causes by cost and owner.

• First-attempt delivery success becomes the headline measure, reported beside orders dispatched.
• Failed deliveries carry a cost per thousand orders, so the leak has a size in the accounts.
• Every failure sits under its real cause, and the share by cause shows which fix comes next.
• Returned items are tracked from failed attempt to restock.
• Cash-on-delivery cash collected is set against cash due.

Failed deliveries are filed under one label: customer not available. Underneath, addresses are incomplete, phones go unanswered, cash is not ready and windows are mismatched. Each needs a different fix, and the group pays for the trip, the return, the reattempt and the refund.

• A large share of attempts fail on the first visit and the reasons are not recorded.
• Riders call customers from their own phones to find the address.
• Cash-on-delivery orders return more often than prepaid ones.
• Returned stock sits at the depot for days before it can be sold again.
• Second attempts are free to the customer and costly to you.

E-commerce brands, retailers and distributors delivering to homes and businesses across the Gulf, cash-on-delivery sellers, and courier and 3PL operators that carry the cost of the second trip.

Qasim Abbas has brought more than 20 companies across several countries onto one set of numbers, so he reads a recurring leak as a line in the accounts. Your failed-delivery programme puts a cost on each cause and ranks them by what they cost the group.

We build the process into your storefront or order system and your dispatch platform, Tookan or another, set its statuses on your account and run customer messages on the channel you already hold. See how fees work.

Should we charge customers for failed deliveries?

Yes. The policy sets the charge for repeat offenders and tests it on a small segment before it applies widely.

Is the cause usually the customer?

Weak address capture and poor confirmation steps on your side are the common causes, and those are the failures the group controls.

Does this help cash-on-delivery businesses?

Yes, particularly. Cash orders fail more often and the cash is slow to return, so prevention and a clean collection process both pay.

Ask for a private briefing and bring a month of returned orders. We rank the causes by cost and tell you which three you can close first.